4PL Customer Service Agent (Import)

The 4PL Import CX Agent acts as the key coordinator between the customer and all stakeholders involved in the import supply chain.

This role is responsible for managing, monitoring, and executing the end-to-end import shipment process on behalf of the customer, ensuring smooth operations, on-time delivery, and adherence to agreed service standards.

Key responsibilities

1. End-to-End Shipment Management

- Manage and monitor the full import shipment lifecycle — from booking confirmation, cargo pick-up, ocean transport, customs clearance, to final delivery.

- Ensure all milestones are completed as planned and proactively handle exceptions such as delays, documentation errors, or schedule changes.

- Update shipment status in the system and keep the customer informed throughout the process.

2. Coordination & Stakeholder Communication

- Act as the central contact point among shippers, carriers, forwarders, customs brokers, warehouses, trucking companies, and the customer’s supply chain team.

- Coordinate with all relevant parties to ensure seamless cargo, document, and data flow.

- Follow up actively with stakeholders to achieve agreed KPIs and service timelines.

3. 2PL / 3PL Performance Management

- Monitor, evaluate, and manage the performance of transportation and logistics service providers (2PL/3PL) based on agreed KPIs (on-time delivery, cost, accuracy and service quality).

- Record and analyze vendor performance data to identify trends, recurring issues or improvement areas.

- Coordinate with vendors to implement corrective and preventive actions when service gaps are identified.

- Provide performance feedback and support continuous improvement initiatives across the logistics network.

4. Customer Service & Issue Resolution

- Handle all customer inquiries, escalations, and service incidents in a timely and professional manner.

- Investigate root causes and provide corrective and preventive solutions to avoid recurrence.

- Maintain a Customer-Centric approach in every interaction to deliver the best service experience.

5. Reporting & Compliance

- Prepare and deliver accurate reports such as KPI performance, on-time delivery status, issue logs, and service reports.

- Ensure timely and accurate submission and filing of import-related documents (B/L, Invoice, Packing List, CO, Arrival Notice, etc.).

- Strictly adhere to Customer SOPs and Internal Operating Procedures (IOPs).

- Proactively identify and communicate any process gaps or deviations to the team leader and customer for continuous improvement.

6. Collaboration & Customer Development

- Support manager and CTM (Control Tower Manager) in maintaining and strengthening customer relationships.

- Participate in regular operational review meetings and conference calls with the customer.

- Provide feedback and suggestions for service improvement based on operational insights.

- Identify opportunities for cross-sell or up-sell of logistics services when applicable.

- Bachelor’s Degree in Logistics, Supply Chain Management, International Business, or related fields.

- At least 1–3 years of experience in logistics operations or customer service, preferably within 4PL or FMCG import operations.

- Solid understanding of Incoterms, import/export documentation, customs procedures and multimodal transport.

- Strong analytical and problem-solving skills with attention to detail.

- Excellent communication and coordination skills in English (spoken & written).

- Proficient in MS Office (Excel, Outlook, PowerPoint).

- Customer-focused, proactive, ownership and able to manage multiple stakeholders effectively.

- Well-organized when working under pressure.

- Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.

- Positive and proactive attitude.

- Team player – Works together with others in the business unit to achieve results, fosters teamwork.